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Job Title
IT Customer Service Manager
Job Location
Kansas City
Job Type
Business Services
Country/Territory
United States
Region
The Americas
Description
The Customer Service Manager's role is to oversee a team of Global
Service Specialists and ensure that end users are receiving
appropriate assistance. This includes the managing all procedures
related to identification, prioritization, and resolution of tickets,
and ensuring high levels of customer service quality and availability.
This individual will develop, implement, and oversee policies and
procedures to ensure consistent service levels and quick resolutions.
The Manager is also responsible for staffing capacity planning,
service process design, performance analysis, and developing proactive
resolution plans. The Manager will handle escalated problems and
contribute to IT projects when necessary.
Work Schedule: 4:30pm - 1:30am (Central Time), Monday - Friday.
Key Responsibilities
Embody Global IT Leadership Guiding Principles
As part of a larger leadership team that works collaboratively to
deliver results that support the firm's strategic plan and its
clients, a manager will:
Model behaviors consistent with Clyde & Co.'s larger culture
and the IT Guiding Principles.
Engage with the business in a thoughtful, professional manner at
all times - be a brand ambassador for IT's capabilities, services,
and principles.
Be accountable for results of their team and of the global IT
organization to make the whole better.
Actively contribute as a part of a single cohesive IT team -
engage with positive intentions, value all roles, and work
collaboratively with their team and across teams towards a common
connected purpose.
Actively support the leadership team and its direction (verbally
and in written form) and be a genuine advocate for IT and leadership
strategies and goals.
Exercise a "progress versus perfection" focus, with a
mindset toward delivery and meeting client and customer needs proactively.
Set near-term goals that collectively deliver on our customers' success
Celebrate wins along the way
Appreciate, exhibit, and model productive candor.
Accept full accountability without blame.
Be approachable.
Exercise composure and use professional versus personally focused dialogue.
Be innovative, adaptable, and set high standards for their team
and self.
Take smart, calculated risks to accelerate achievement of the IT
strategic plan, while managing and communicating overall risk to the
firm and IT.
Follow through on commitments (team and individual).
Understand and embrace the need to assess and continuously improve
to address the firm's evolving needs.
Leadership and Planning
Hire, develop and retain quality staff through effective coaching,
mentoring, career development, and performance management.
Establish and maintain a positive culture to ensure an engaged,
satisfied, and high performing team
Evaluate staffing levels and skills and manage the team to meet an
appropriate balance of cost goals and high-quality customer service.
Be an advocate for the Customer Service team, including
communicating results and achievements
Operational Management
Manage the processing of incoming tickets via remote channels
(such as telephone, email, chat) to ensure courteous, timely and
effective resolution of end user issues.
Develop and enforce ticket handling and escalation policies and procedures.
Track and analyze KPIs and ticket trends.
Assess need for any system reconfigurations (minor or significant)
based on request trends and make recommendations.
Work with the GSL and training teams to identify, recommend,
develop, and implement end user training programs to increase self-sufficiency.
Oversee development and communication of help sheets, usage guides
and FAQs for end users.
Oversee the development, implementation and administration of
service desk staff training procedures and policies.
Train, coach, and mentor new and existing staff.
Ensure successful resolution of escalated problems.
Attend Change Advisor Board (CAB) meetings where required.
Maintain knowledge of industry trends and technologies
Required Skills
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a
high-pressure environment.
Good written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and
questioning skills.
Ability to conduct research into technical issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.
Required Experience
Proven experience in directly managing a customer service team,
ideally within a law firm or professional services company. During
this professional experience, should have developed a reputation for being:
Respected as a leader
Influential in the organization and a team player
Highly supportive of business needs
Able to manage customer/client expectations against realities of
capacity, skillset, and technology
Effective at driving short-term actions that are consistent with
long-term goals
Able to motivate team members using coaching and objectives
Experience in successfully working with a global team and end users
Experience with ticket management and call center technologies
Experience with typical customer service KPIs
Degree in Computer Science or related degree is preferred
Clyde & Co shifted to virtual work for the majority of our
lawyers and business services team with the global outbreak of
Covid-19. This precaution was taken to help protect our people,
clients and communities. It is likely that this role will start
virtually while the firm continues to evaluate the situation.
Clyde & Co US LLP is committed to protecting the health and
well-being of our employees and partners, their families, and
members of our community against COVID-19. Accordingly, we require
all partners and employees based in the United States to be fully
vaccinated against COVID-19 to enter the Firm's office, unless they
have been granted a reasonable accommodation based on documented
medical or religious grounds. Offers of employment will be
conditioned upon applicants presenting proof of full COVID-19
vaccination unless exempted by the firm based on medical or
religious grounds.
-Principals Only-
We offer a rewarding work environment that supports professional
growth and opportunities. We value diversity in our work place and
it is the policy of the Firm to recruit, hire, promote, reassign,
compensate and train highly qualified persons without regard to
race, color, sex, sexual orientation, gender identity or expression,
religion, national origin, age, disability or any other basis
protected by applicable law.
CLYDE & CO PRIVACY NOTICE: https://www.clydeco.com/help/privacy